Is No 'Easy Rider'
Accountability, Confrontation two keys to success at Harley-Davidson
With A Cause
Who is accountable for productive meetings.
Merrill Lynch relies on measurements for
success and customer satisfaction
Change Is No Change At All
by Peter Block
Balance Sheet: Hidden Costs of Open Book Management
by Cathy Kramer
Business News Briefs
for a Change
to the Editor
||Letters To The Editor
I enjoyed the article in your October edition about Custom Research Inc.,
last year's Malcolm Baldrige Award winner. It really demonstrated some of
the critical details surrounding their success with information sharing
and teamwork. What I didn't see (but would have liked to see) was a brief
description of what the company does, where they are located and any other
background information that would have put the article in a better context.
Is this something you could do in future articles? Looking forward to the
President, Profitworks, Ltd.
Good catch! For you and other News for a Change readers, Custom Research
Inc. (CRI) is a privately owned marketing research company headquartered
in Minneapolis. CRI employs approximately 100 people and has client service
offices in San Francisco and the New York area and two telephone centers.
CRI describes its business as "marketing research and customer satisfaction
services worldwide. Services include new product evaluations, package studies,
product tests, new product volume stimulation, and market structure studies."
They also work to assess and continually improve the satisfaction of their
If you would like additional information on CRI you may contact their headquarters
MBTI - Use It, Don't Abuse It
I wanted to add my comments regarding the slight slam on the Myers-Briggs
Personality Type Indicator (MBTI) in the May issue. I suppose any tool in
the wrong hands can be abused, and managers or others who use it to pigeonhole
people are missing its real benefits. Personality differences are frequent
causes of team arguments and conflict, so the more one knows about these
differences, the better the chance that the team will have less of these
types of disputes.
Any facilitator worth her salt will make sure her teams understand their
members' differences, and how those differences can be an asset. I, for
one, couldn't believe how teams responded to this new knowledge and were
able to put it to practical use.
Chadds Ford, Pa.
Both Sides of the Story
Thanks very much for the contrasting viewpoints in "Views for a Change."
As a dedicated user of Myers-Briggs to clarify communication, I am really
pleased to see presented both the Intuitive-Feeling approach of Mr. Runyan
and the more Sensing-Thinking approach of Mr. Harrington. Thanks for recognizing
the value in presenting the information in both "languages."
Naval Surface Warfare Center, Carderock Division
West Bethesda, Md.